Recommendation 5

We remain to be convinced that HMPO’s digital transformation programme will be completed by 2025. Many of HMPO’s difficulties meeting the demand in 2022 stemmed from, or were exacerbated by, issues with its transformation programme. The future of HMPO’s operations rely on successfully completing the programme, but it is already delayed. HMPO’s plans to complete it in 2025 appear ambitious, particularly given the Department’s track record of delivering digital change and the Red rating awarded by the Infrastructure and Projects Authority. Furthermore, HMPO’s plans for the future of its legacy paper-based system are unclear. HMPO wants to maintain the capacity to use paper-based applications as some customers Investigation into the UK Passport Office 7 may not be able to apply online, but its contract for the paper-based system’s data storage expires in 2024. The Department is currently in discussions to extend the contract. Recommendation 5: The Department should set out, as part of its Treasury Minute response, what actions it has taken to address each of the recommendations from the Infrastructure and Projects Authority’s August 2022 review. It should also explain what contingencies they are putting in place should there be further delays to the digital transformation programme.